Feature Requests

It would be incredibly helpful to have a simple “In Office / Out of Office” toggle within the platform. When set to “Out of Office,” it could automatically suppress non-critical notifications, messages, and phone calls—especially to mobile devices—without requiring manual adjustments to app or phone settings. As someone who manages multiple teams, I often receive a high volume of notifications throughout the day. When I'm away from the office, I don't want to be overwhelmed by non-urgent alerts. However, if a support ticket or task is marked “Critical” and assigned to me, I would still want to be notified immediately. For any lower-priority items, they could simply queue until I’m back “In Office.” This kind of toggle would make a big difference in maintaining work-life balance while still staying responsive to true emergencies.

A built-in timer feature within each service ticket that allows users to set custom reminders—whether it’s to follow up with a customer, check the status of an ordered part, or provide an update by a promised time. Whenever a timer is set, a dedicated note section appears where users can write the reason for the reminder. For example, if a customer requests an update in 48 hours, you can set the timer and leave a quick note like “Customer requested a status update on hydraulic pump delivery.” When the timer goes off, you’re instantly reminded with full context—no digging through old emails or notes. No More Missed Follow-Ups: Never forget to check in with a customer or vendor—timely communication builds trust and prevents escalations. Increases Accountability: Every timer has a purpose tied to a written note, so everyone knows why it was set and what needs to be done. Streamlines Workflow: Keeps your to-dos organized directly in the system, reducing the need for outside apps or sticky notes. Improves Customer Experience: Staying on top of follow-ups shows professionalism and care, helping you retain more business. This small feature can make a big impact by eliminating dropped balls and creating a more reliable, proactive process.

When a text reply is sent to a ticket it is hard to pinpoint which ticket needs action.

If the first advisor set up refuses a call, the customer must wait out the ring time before going to the 2nd advisor. It would be better for the customer that if the first advisor refuses a call or is already on the line, the customer is transferred directly to the 2nd advisor instead of waiting out the ring time.

currently, when dealers access DTC (Diagnostic Trouble Code) alerts via ExpertConnect—after entering the Equipment VIN and connecting through JDLink—they can only see the hour the alert was generated. However, the date of the alert is not displayed, which limits the context and usefulness of the information. Dealers have expressed the need to see the full timestamp, including both date and hour, to better understand when the issue occurred and to align it with service records or machine usage history. Suggested Enhancement: Update the DTC alert display in ExpertConnect to include the date next to the hour for each alert entry. This would provide clearer visibility and improve troubleshooting and service planning. POSTED ON BEHALF OF AGROBAGGIO

Would be helpful to bold the ticket line on the web dashboard when there is new chat activity, similar to the mobile app, instead of the "New" chat bubble. This would only clear after the advisor clicks into the ticket.

Allow advisors to set a status of Online or Offline. If they are offline it would be the same as if they are off the ring schedule. Managers could also change this status and the status would be visible to the whole team.

Currently, the EC Calls tab only registers outbound calls that were successfully connected—either answered by the callee or routed to voicemail. However, it does not log call attempts where the client did not answer or the call did not reach voicemail. We propose that all outbound call attempts be registered in the Calls tab, even if they are not connected. This would allow managers to better track advisor outreach efforts and gain a more complete picture of client contact attempts. To avoid confusion, these unconnected attempts could be represented with a distinct icon to differentiate them from connected calls. This enhancement would improve visibility into advisor activity and support more accurate performance metrics. POSTED ON BEHALF OF MAQCAMPO

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.